Call Logging/Recording

By implementing a call recording solution from Digital Speech Systems, you will not only benefit from one of the lowest Total Cost of Ownership (TCO) in the industry, but you will also realize benefits such as:

• Increase Customer Retention

• Increase Sales & Collections

• Improve Agent Quality

• Optimize Business Process

• Improve First Call Resolution

• Automatically Classify Calls

• Ensure PCI Compliance

• Improve Training Coaching

Market Applications

Call Centers/ Contact Centers

In the call center, your reputation is only as good as the people on the end of the phone.  It pays to monitor and manage the quality assurance of their services by utilizing agent performance monitoring, campaign and performance monitoring, training & coaching support and Code of Practice Compliance. 

Financial Services and Financial Trading

Call recordings help eliminate disputes and avoid costly legal matters.  When disputes arise, they need to be dealt with quickly, because as money sits idle relationships can sour and opportunities to close business can be lost.  A call recording gives you the ability to verify orders and process them accurately.  It can also be used to meet legislative requirements that allow the Compliance Officer to effectively perform their jobs from anywhere in the world.

Insurance

Disputes invariably arise about who said what over the phone.  Policy holders may say that they were told one thing when that may not be the case at all.  With this in mind, call recording provides evidence of what was said on the call in the case of a “who said what” dispute.

Public Sector & Security:  911, EMS, Police, Fire, Command & Control and various Government Facilities and Agencies

By law, all calls are accurately recorded for review at all times.  In addition to meeting regulatory and compliance standards, recordings are used as a training tool for handling critical calls.  Call Recording results in improved customer service, increased productivity and lower operational costs.

Law Firms 

Legal firms have a need verify what was said as often times disputes arise about who said what over the phone. With this in mind, call recording provides evidence of what was said on the call in the case of a “who said what” dispute.

Collections Agencies/ Credit Companies

Healthcare

Dispatch & Transportation

Energy & Utilities

Types of Call Recording

Station-Side Call Recording
Station-side call recording requires the ability of the recorder to interface to the existing digital phones. Under this recording configuration, it is critical that we know the model number of your individual phone sets. The call data that can be collected is specific to your particular switch type and phone set in use.

Trunk-Side Call Recording
Trunk-side call recording is available on any type of switch. Compatibility with a recording system is not an issue. The phone lines (T-1/ E-1’s or Analog Lines) deliver some call data, but in almost every case the switch can provide additional call data (date/time/extension/agent ID/ dialed number/ANI/DNIS/etc). Trunk-side recording enables all calls to be recorded without investing in a recording channel for each phone deployed. For example, if you have 2 T-1’s delivering up to 48 calls at once and 100 phones, you would only need 48 recording channels to cover those two trunk lines.

Random Call Recording
Random recording can be a very versatile way to record calls. To gain the real advantages of this type of recording you must have switch-provided Computer Telephony Integration (CTI).

VOIP Call Recording

Voice-Over-Internet-Protocol (VOIP) is sending a voice conversation over a corporate LAN/WAN and/or the Internet. The voice signal is split into separate data packets and these packets are then transmitted over a data network to the desired destination. The separate packets are reassembled at the receiving end and the digital information is converted back into a duplicate of the original voice signal. Most current VoIP implementations today are a hybrid of traditional and VoIP telephony.

Outbound (Dialer) Call Recording
A Call Center using a Dialer to dial and connect live calls to your agents can use either the Trunk-side or Station-side recording configurations. A very critical item to consider in this configuration is to be sure your recording vendor can provide integration to your Dialer. Without this integration your agents’ calls for the day will all be grouped together as if it were one long call over the length of their shift.

Business Rules Driven Call Recording
Business rules recording can be used with any configuration (Trunk-side, Station-side or Random recording). It is important though to be sure your call recording system is connected to your switch in such a way to capture the calls properly. What must be included is the ability to deliver the data you want to trigger recording in real-time to the recording system.

The bottom line is that call recording is becoming more and more important in daily business.  Recorded telephone calls are being used to clarify what was agreed upon, or act as evidence of fraud or threats.  If an incident is recorded automatically, an unexpected problem can always be discussed with the people in charge and thus play a role in the protection of the person, the organization and the assets. A WinVCL Call Logging/Recording system by Digital Speech can meet these needs and become an indispensible tool for your organization. Click here for more info.